Portal FAQ
This page covers common questions and issues related to the client portal, including access, branding, custom domains, and permissions.
Client Access Issues
Client cannot log in
If a client reports they cannot access the portal:
- Check the invitation — Verify that an invitation email was sent. Go to Clients, select the client, and check their portal status.
- Resend the invitation — Click Resend Invite to send a new invitation email. The previous link is invalidated.
- Check email delivery — Ask the client to check their spam/junk folder. Invitation emails come from BuildVoiceAI (or your configured sender address).
- Reset password — If the client set a password but forgot it, use the Reset Password option from the client management page.
If invitation emails consistently land in spam, ask clients to add the sending address to their contacts or safe senders list.
Client sees a blank page after logging in
- Clear browser cache — Ask the client to clear their cache and reload.
- Check permissions — If no permissions are assigned, the portal may appear empty because no sections are visible.
- Try incognito mode — Rule out browser extension conflicts.
- Check browser compatibility — Recommend Chrome, Firefox, or Edge.
Client locked out of their account
After multiple failed login attempts, accounts may be temporarily locked:
- The lockout lasts 15 minutes
- After the lockout period, the client can try again
- If the issue persists, reset their password from the agency dashboard
Permissions Issues
Client cannot see certain features
The most common portal issue is missing features. Every portal section requires a specific permission:
| Missing Section | Required Permission |
|---|---|
| Agents page | view_agents |
| Calls page | view_calls |
| Transcripts/recordings | view_call_details |
| Analytics page | view_analytics |
| Billing page | manage_billing |
| Integrations page | view_integrations |
To update permissions:
- Go to Clients in the sidebar
- Select the client
- Click Edit Permissions
- Toggle the desired permissions on
- Click Save
Permission changes take effect immediately. The client may need to refresh their browser to see the updated sections.
Client can view but not edit
View and edit permissions are separate. For example, view_agents lets clients see agents but not modify them. Grant edit_agents if clients need to make changes.
Branding Issues
Custom branding not showing
If your agency logo or colors are not appearing in the portal:
- Check Settings → Branding — Verify that a logo is uploaded and brand colors are configured.
- Clear browser cache — Branding assets are cached aggressively. Clear cache and reload.
- Check logo format — Logos should be PNG or SVG, ideally under 500KB.
- Wait for propagation — After saving branding changes, it may take a few minutes for all users to see the update.
Logo appears stretched or blurry
- Use a logo with a transparent background (PNG or SVG)
- Recommended dimensions: 200x60 pixels minimum
- SVG format provides the best quality at all sizes
- Avoid JPEG logos as they do not support transparency
Upload your logo in SVG format for the sharpest rendering across all screen sizes and resolutions.
Brand colors not applied everywhere
Brand colors are applied to primary buttons, links, and accent elements. Some UI elements use standard colors for accessibility and consistency (error states, success indicators, etc.).
Custom Domain Issues
Custom domain not working
Setting up a custom domain requires DNS configuration. If the domain is not working:
-
Verify CNAME record — Add a CNAME record pointing your domain to
portal.buildvoiceai.com. Example:app.youragency.com CNAME portal.buildvoiceai.com -
Wait for DNS propagation — DNS changes can take up to 48 hours to propagate globally, though most updates complete within a few hours.
-
Check DNS configuration — Use a tool like dnschecker.org to verify your CNAME record is resolving correctly.
-
Check for conflicting records — Ensure there is no A record on the same subdomain. CNAME records cannot coexist with A records on the same hostname.
Do not set a CNAME on your root domain (e.g., youragency.com). Use a subdomain like app.youragency.com or portal.youragency.com.
SSL certificate issues
BuildVoiceAI automatically provisions an SSL certificate for your custom domain once the CNAME is verified. If you see SSL errors:
- Wait for provisioning — SSL certificates can take up to 30 minutes to provision after DNS verification.
- Check DNS — The CNAME must be correctly configured before SSL can be issued.
- Contact support — If SSL is not provisioned after 24 hours, contact support.
Custom domain shows the wrong portal
Verify that the custom domain is configured in your agency’s Settings → Branding → Custom Domain and not in another agency’s settings.
Portal Performance
Portal loading slowly for clients
- Check client’s internet connection — Ask the client to test on a different network.
- Reduce data volume — Clients with thousands of calls may experience slower load times on the calls page. Encourage using filters.
- Browser update — Ensure the client is using a recent browser version.
Invitations
Invitation email not received
- Check spam/junk folder — Invitation emails can be filtered by email providers.
- Verify email address — Confirm the email address is correct in the client settings.
- Resend invitation — Use the Resend Invite button from the client management page.
- Check email provider — Some corporate email servers block automated emails. Ask the client’s IT team to allowlist the sending domain.
Can I customize the invitation email?
The invitation email uses your agency branding (logo and name) but the email template is not fully customizable. The email includes:
- Your agency name and logo
- A link to set up their portal account
- Basic instructions for getting started